Request For Proposal Kenya Call Centre

• Provide comprehensive call centre services in Kenya, managing both inbound client queries and outbound validation calls across phone, WhatsApp, SMS, Facebook and Instagram channels
• Deliver outbound calls on behalf of Tiko to validate service uptake and gather feedback on quality of services provided to beneficiaries and partners
• Establish and maintain a professional workspace equipped with individual workstations, secure computer telephony integration systems, and robust reporting infrastructure
• Organise staffing, supervision and quality control programmes that meet global call centre standards, ensuring consistent service delivery throughout the one-year contract period
• Capture and manage call data including voice logs and interview results with accuracy and confidentiality

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